Overview:

This ONLINE course gives you the theoretical background of Service Level Management, but more importantly, gives you the opportunity to put this theory into practice.

As a substitute for the ITIL Practitioner course in Service Level Management, this program gives you a case study assessment exercise, as well as forums and free resources.

The program provides the background information relating to IT Service Management and the ITIL® Framework, before focusing on the specifics of the Service Level Management process.
 

Target Audience:

The program is targeted at all staff that have an interest in learning about the Service Level Management process. Such participants have a requirement to discuss requirements for IT Service Delivery with customers. They are also typically the IT negotiators and deal with disputes and managing the ongoing acceptable delivery of services.

Subjects covered:

• Introduction to the Best Practice of Service Management

• Introduction to the ITIL Framework

• Goals and Objective

• Concepts

• Roles and Responsibilities

• Process, Activities and Relationships

• Costs, Challenges and Benefits

• Critical Success Factors and Key Performance Indicators

• Forums for discussion

• Selected free resources, templates

• Assessment for your completion to earn a Certificate of Competency

Duration:

12 to 14 hours

Pass the final assessment to earn the Certificate of Competency in Service Level Management.

The course is made available to you via our electronic learning system, on the internet. Once we have processed your registration you will receive details on how to gain access.